This offering is a new integration between IBM Tivoli Service Request Manager (TSRM) 7.1 and Genesys CTI (Computer Telephony Integration). It will provide features to have Genesys Voice Platform interact with TSRM 7.1. This integration will reduce the number of manual steps for operations, increase the speed of handling new Service Requests and reduce average call time. It will also allow populating SRM 7.1 records and fields with mapped information from the Genesys Voice Platform.
This integration will provide an agent desktop UI to TSRM 7.1 Start Center for Service Desk Analysts to interact with Genesys Voice Platform. It will include the ability to answer and control calls, automatically create and navigate to Service Requests, and transfer calls to other available analysts. Using a single user interface, Service Desk Analysts are provided with a tool bar for performing common incoming call controls and the ability to seamlessly interact with Service Requests and other Tivoli Service Request Manager applications.
User's Guide
ServiceDesk-CTI-Integration-Genesys-v1.0.pdf
Consult the IBM Website for more information on Tivoli Service Request Manager.
Contact provider
Support information
Download